Reporting Line: Operations Manager
Employment Type: Full-time contract to hire

Role Summary

The Customer Support & Request Coordination Lead is responsible for managing user-facing communication and ensuring a smooth experience for students, institutions, and partners using the TranscriptDove platform. This role coordinates academic record requests from submission through completion while maintaining clear, professional communication with all stakeholders.

Key Responsibilities

• Serve as the first point of contact for inquiries related to academic record requests
• Track and coordinate requests involving diplomas, transcripts, certificates, and letters of recommendation
• Communicate request status updates to students and institutions in a timely manner
• Escalate complex or sensitive cases to Operations or Compliance as appropriate
• Maintain accurate records of user interactions and request outcomes
• Identify recurring user issues and recommend service improvements

Academic & Professional Qualifications

• Bachelor’s degree in communications, Education, Business Administration, Social Sciences, or a related field (required)
• 1–3 years of experience in customer service, administrative support, or education-related services
• Strong written communication and customer engagement skills
• Proficiency in email communication and basic digital tools

Desired Competencies

• Strong interpersonal and problem-solving skills
• Ability to manage multiple requests simultaneously
• Professional, patient, and service-oriented mindset
• Familiarity with academic or administrative processes is an advantage

Equal Opportunity Statement

TranscriptDove and EdNova Group are equal opportunity organizations committed to integrity, transparency, and service. We encourage qualified candidates from diverse backgrounds to apply.

Note: TranscriptDove is a subsidiary of EdNova Group, and all roles contribute to EdNova Group’s broader mission of leveraging technology to strengthen education systems, governance, and institutional trust.